Founding Account Manager, EMEA

Geordie helps enterprises govern their AI agents safely, and our customer base is growing quickly. We're hiring our founding Account Manager for EMEA to look after those customers and help them get the most out of Geordie. This is an important hire for us. You'll be the first person in EMEA focused entirely on existing customers, looking after our first 50 or so customers in the region plus our strategic accounts. Our US Account Manager has already put much of our customer process in place. You'll adapt it for EMEA and keep improving how we onboard, support, grow, and renew customers. When a customer runs into a problem, you'll dig into the technical detail yourself and work with our Technical Account Managers, Support, and Engineering teams until it's fixed. The role is also commercial. You'll own renewals and carry a renewal number, and you'll work with our Account Executives on upsell and cross-sell. We use AI agents in our day-to-day work, including tools like Claude Cowork, and we'd expect you to as well. If that doesn't interest you, this probably isn't the right role. Own the Customer Relationship — Be the main day-to-day contact for our first 50 or so EMEA customers and our strategic accounts. Run bi-weekly check-ins and Executive Business Reviews. Know each customer well: what they're trying to achieve with AI agents, who the key people are, and where Geordie is helping. Lead Onboarding and Implementation — Run onboarding and implementation for new customers. Agree milestones with them, hold them to those milestones, and get them up and running quickly. Evolve the Customer Motion — Take the processes our US team has built, adapt them for EMEA, and improve them as we learn. Add to our playbooks and health metrics. Solve Problems Hands-On — Learn the Geordie platform well enough to troubleshoot issues yourself. When something needs Support, a Technical Account Manager, or Engineering, stay on it until the customer's problem is solved. Own Renewals — Carry a renewal number and hit it. Start renewal conversations early, spot at-risk accounts in advance, and put a plan in place for each one. Drive Expansion — Work with our Account Executives on upsell and cross-sell. Look for opportunities in new teams, use cases, and products, and lead the conversations where you know the customer best. Turn Customers into Advocates — Get happy customers to speak up for Geordie, whether that's a reference call, an introduction to a prospect, a review, a testimonial, a

We're looking for someone who builds customer trust quickly, fixes problems themselves where they can, and takes responsibility for renewals and growth. You're a builder. We're early, so plenty of things aren't figured out yet. You like setting up and improving processes, and you're comfortable working without a finished playbook. You're technical. You don't need to be an engineer, but you take the time to understand the product properly. When a customer has a problem, you try to fix it yourself first. You're commercial. You're comfortable owning a renewal number, negotiating renewals, and working with our AEs on expansion. You know that happy customers and revenue are closely linked. You're obsessed with your customers. You want your customers to succeed, you think ahead about what they'll need, and you speak up for them inside Geordie. You work well with others. You build good relationships across Sales, Technical Account Management, Support, and Development, and you know how to get the right people involved when a customer needs help. You're organised. You update Attio as you go, so anyone can open an account and see where things stand. Your renewal forecasts hold up, and you can explain the plan for every account you own. You use AI in your work. You already use AI tools, including agents, day to day, and you're keen to use more. You're comfortable with ambiguity. You make decisions without having every answer, and you change course when you need to. • 5–7 years of experience in account management, customer success, or a similar customer-facing role in B2B SaaS or cybersecurity. • Proven track record of owning and delivering a renewal number, with strong gross and net retention results. • Experience driving or supporting upsell and cross-sell motions in partnership with sales teams. • Experience managing relationships with enterprise customers across multiple stakeholders, from practitioners to senior leadership. • Technical aptitude and a hands-on approach to troubleshooting complex products. • Experience building or significantly improving customer processes, playbooks, or functions. • Disciplined about keeping CRM data accurate and current. • A track record of working well across sales, support, technical, and product teams. • Strong written and verbal communication, and the confidence to run Executive Business Reviews with senior stakeholders. • Based in or able to commute to London regularly; willingness to travel within Europe as needed.

Founding Account Manager, EMEA The Role Geordie helps enterprises govern their AI agents safely, and our customer base is growing quickly. We're hiring our founding Account Manager for EMEA to look after those customers and help them get the most out of Geordie. This is an important hire for us. You'll be the first person in EMEA focused entirely on existing customers, looking after our first 50 or so customers in the region plus our strategic accounts. Our US Account Manager has already put much of our customer process in place. You'll adapt it for EMEA and keep improving how we onboard, support, grow, and renew customers. When a customer runs into a problem, you'll dig into the technical detail yourself and work with our Technical Account Managers, Support, and Engineering teams until it's fixed. The role is also commercial. You'll own renewals and carry a renewal number, and you'll work with our Account Executives on upsell and cross-sell. We use AI agents in our day-to-day work, including tools like Claude Cowork, and we'd expect you to as well. If that doesn't interest you, this probably isn't the right role. What You'll Do Own the Customer Relationship — Be the main day-to-day contact for our first 50 or so EMEA customers and our strategic accounts. Run bi-weekly check-ins and Executive Business Reviews. Know each customer well: what they're trying to achieve with AI agents, who the key people are, and where Geordie is helping. Lead Onboarding and Implementation — Run onboarding and implementation for new customers. Agree milestones with them, hold them to those milestones, and get them up and running quickly. Evolve the Customer Motion — Take the processes our US team has built, adapt them for EMEA, and improve them as we learn. Add to our playbooks and health metrics. Solve Problems Hands-On — Learn the Geordie platform well enough to troubleshoot issues yourself. When something needs Support, a Technical Account Manager, or Engineering, stay on it until the customer's problem is solved. Own Renewals — Carry a renewal number and hit it. Start renewal conversations early, spot at-risk accounts in advance, and put a plan in place for each one. Drive Expansion — Work with our Account Executives on upsell and cross-sell. Look for opportunities in new teams, use cases, and products, and lead the conversations where you know the customer best. Turn Customers into Advocates — Get happy customers to speak up for Geordie, whether that's a reference call, an introduction to a prospect, a review, a testimonial, a case study, or a public post. Be the Voice of the Customer — Pass what you hear from customers to Product and Engineering, clearly and regularly, so it shapes what we build next. Collaborate Across the Company — Work closely with Sales, Technical Account Managers, Support, Product, and Development. Make handoffs smooth so customers never have to repeat themselves. CRM Discipline — Keep Attio up to date with account health, renewal dates, expansion opportunities, and next steps. Forecasting — Give accurate renewal and expansion forecasts, including which accounts are at risk and what you're doing about it. What We're Looking For We're looking for someone who builds customer trust quickly, fixes problems themselves where they can, and takes responsibility for renewals and growth. You're a builder. We're early, so plenty of things aren't figured out yet. You like setting up and improving processes, and you're comfortable working without a finished playbook. You're technical. You don't need to be an engineer, but you take the time to understand the product properly. When a customer has a problem, you try to fix it yourself first. You're commercial. You're comfortable owning a renewal number, negotiating renewals, and working with our AEs on expansion. You know that happy customers and revenue are closely linked. You're obsessed with your customers. You want your customers to succeed, you think ahead about what they'll need, and you speak up for them inside Geordie. You work well with others. You build good relationships across Sales, Technical Account Management, Support, and Development, and you know how to get the right people involved when a customer needs help. You're organised. You update Attio as you go, so anyone can open an account and see where things stand. Your renewal forecasts hold up, and you can explain the plan for every account you own. You use AI in your work. You already use AI tools, including agents, day to day, and you're keen to use more. You're comfortable with ambiguity. You make decisions without having every answer, and you change course when you need to. Requirements • 5–7 years of experience in account management, customer success, or a similar customer-facing role in B2B SaaS or cybersecurity. • Proven track record of owning and delivering a renewal number, with strong gross and net retention results. • Experience driving or supporting upsell and cross-sell motions in partnership with sales teams. • Experience managing relationships with enterprise customers across multiple stakeholders, from practitioners to senior leadership. • Technical aptitude and a hands-on approach to troubleshooting complex products. • Experience building or significantly improving customer processes, playbooks, or functions. • Disciplined about keeping CRM data accurate and current. • A track record of working well across sales, support, technical, and product teams. • Strong written and verbal communication, and the confidence to run Executive Business Reviews with senior stakeholders. • Based in or able to commute to London regularly; willingness to travel within Europe as needed. Nice to Haves • Fluency in one or more European languages in addition to English (e.g. French, German, Spanish, Dutch, Italian, or Nordic languages). • Experience working with security or AI/ML tooling customers. • Prior experience as an early or founding cust